AccountId: 011433970860
ContactId: 1d6f98d5-ab8a-4e26-9337-b20dbe0bf9ab
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 139520 ms
Total Talk Time (AGENT): 52004 ms
Total Talk Time (CUSTOMER): 39520 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/16/1d6f98d5-ab8a-4e26-9337-b20dbe0bf9ab_20250516T16:24_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Good morning. So I'm calling you from Memorial Regional Hospital to verify members eligibility, please.
[AGENT][NEUTRAL] Sure, I can assist you with the eligibility. And may I have your name?
[CUSTOMER][NEUTRAL] My name is [PII]
[AGENT][NEUTRAL] OK, thank you. And may I have a callback number just in case we get disconnected, [PII]?
[CUSTOMER][NEUTRAL] Well.
[CUSTOMER][NEUTRAL] [PII] I'm sorry [PII] no extension.
[AGENT][NEUTRAL] OK. Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] 01826186
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] I'm seeing here [PII] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Thank you. Um, let me see if I have a new policy. This one is terminated, OK? One moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, Ms. [PII], I don't have an active policy for this member. This policy terminated on [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Of [PII]. OK. Thank you so much. You said your name is [PII]?
[AGENT][NEUTRAL] So, [PII].
[CUSTOMER][NEUTRAL] OK, thank you. And may I also have a reference number, please?
[AGENT][NEUTRAL] We don't have reference numbers you can use my name in today's date if you will.
[CUSTOMER][POSITIVE] OK. All right. Thank you so much. Enjoy the rest of your day.
[AGENT][POSITIVE] USL and thank you for calling APR. Have a good weekend.
[CUSTOMER][NEUTRAL] Bye bye.